Job Information
Kuehne+Nagel Air Logistics Customer Care Specialist in Shenzhen, China
Your role
You are responsible to support our customers by providing helpful information, answering queries + resolving
complaints.
Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure
customer satisfaction with our products, services + features.
You will do this by working with a variety of internal + external stakeholders while focusing on the following key
objectives.
Your responsibilities
- To drive customer engagement, satisfaction, retention + reactivation in close cooperation with the Field
Sales + Operational Care Center (OCC).
- To establish + strengthen operational relation to customer contact(s) through engaging interactions,
regular care visits + pro-active advisory + consulting to drive customer excellence.
- To qualify customer inquiries + provide quotations within the given price band, in line with the guiding
principle in decision-making, then following up to ensure quotations are accepted + closed.
- To support customer onboarding in line with working instructions, ensuring inclusion + transfer of
customer requirements into the KN systems alongside the (initial) customer order.
- To collaborate with Finance + Revenue Care Center (RCC) to adjust credit limits based on daily business
development + coordinate measures in case of challenges.
To document, resolve, analyze all complaints and feedback then identify, share + eliminate root causes.
To prepare, review + refine customer reports.
To document, resolve, analyze all complaints, then identify, share + eliminate root causes.
Who we are looking for
Your strong time management skills, along with your customer + stakeholder relationships will be the key to your success.
You have been selected for this role for your knowledge across our operations, products + services; because you possess the key attributes we are looking for.
Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: HR.helpdesk@kuehne-nagel.com with the nature of your request. We will answer your inquiry within 24 hours.